Enhanced wide area audio response network

• US 5,652,785 A
• Filed: 05/30/1995
• Issued: 07/29/1997
• Est. Priority Date: 10/01/1990
• Status: Expired due to Term

• Current Assignee: Intel Corporation
• Original Assignee: United Stated Advanced Network Incorporated
• Inventors: Richardson, Charles Thomson Jr., Austin, Kevin Lee
• Primary Examiner(s): TSANG, FAN S
• Application Number:
  US08/454,015
• Time in Patent Office: 791 Days
• Field of Search: 379/67, 379/88, 379/89, 379/94, 379/207, 379/230, 379/244
• US Class Current: 379/88.07
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/08 Metering calls to called party , i.e. B-party charged for the communication
• CPC Class Codes: H04M 15/47 Fraud detection or prevention means
• CPC Class Codes: H04M 15/745 Customizing according to wishes of subscriber, e.g. friends or family
• CPC Class Codes: H04M 15/88 Provision for limiting connection, or expenditure
• CPC Class Codes: H04M 2215/00 Metering arrangements; Time controlling arrangements; Time indicating arrangements
• CPC Class Codes: H04M 2215/0108 Customization according to wishes of subscriber, e.g. customer preferences, friends and family, selecting services or billing options, Personal Communication Systems [PCS]
• CPC Class Codes: H04M 2215/0116 Provision for limiting expenditure, e.g. limit on call expenses or account
• CPC Class Codes: H04M 2215/0148 Fraud detection or prevention means
• CPC Class Codes: H04M 2215/62 Called party billing, e.g. reverse billing, freephone, collect call, 0800 or 0900
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/38 Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections queuing arrangements H04Q3/64
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/4228 : in networks
• CPC Class Codes: H04M 3/436 : Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/4878 : Advertisement messages
• CPC Class Codes: H04M 3/493 : Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/50 : Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers H04M3/487 takes precedence; centralised dictation systems H04M11/10; Centralised arrangements for recording messages
• CPC Class Codes: H04M 3/51 : Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/527 : Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/533 : Voice mail systems
• CPC Class Codes: H04M 3/53325 : Interconnection arrangements between voice mail systems
• CPC Class Codes: H04M 7/00 : Arrangements for interconnection between switching centres
• CPC Class Codes: H04Q 2213/13091 : CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13095 : PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13106 : Microprocessor, CPU
• CPC Class Codes: H04Q 2213/1313 : Metering, billing
• CPC Class Codes: H04Q 2213/13204 : Protocols
• CPC Class Codes: H04Q 2213/1324 : Conference call
• CPC Class Codes: H04Q 2213/13299 : Bus
• CPC Class Codes: H04Q 2213/1337 : Operator, emergency services
• CPC Class Codes: H04Q 2213/13376 : Information service, downloading of information, 0800/0900 services
• CPC Class Codes: H04Q 2213/13377 : Recorded announcement
• CPC Class Codes: H04Q 3/0016 : Arrangements providing connection between exchanges
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber

Abstract

Apparatus and method to provide enhanced wide area audio response services through an enhanced wide area audio response network which includes a central controller and a plurality of audio peripherals distributed over a wide area, each audio peripheral being connected to telephone lines for receiving and originating telephone calls, converting received analog audio signals into digital representations, recording and storing digital representations, converting stored digital representations into analog audio signals, playing audio signals over connected telephone lines, and communicating with, including receiving commands from, the central controller over a Packet Switched Public Data Network (PSPDN), which controller is a highly reliable general purpose controller which offers utility grade service to each audio peripheral and utilizes Dialed Number Identification Service (DNIS) tables for various applications, including voice messaging, audio text, remote information provider accessing, and testing to provide error notification.

Claims

1. Method of providing voice messaging services to callers from a wide area network system, the method comprising the steps of:

receiving a call from a caller through a communication channel at a first audio peripheral of a plurality of locationally diverse audio peripherals connected to a plurality of communication channels and to a central controller through a network;

in response to control signals received from the central controller, reproducing to the caller audio prompts from digital representations of the audio prompts stored in a storage device of the first audio peripheral;

in response to the reproduced audio prompts, receiving from the caller a caller audio message and a destination number associated with a message recipient;

converting the caller audio message and the destination number into a digital representation of the caller audio message and destination number;

storing the digital representation of the caller audio message and destination number at a location in a storage device of the first audio peripheral;

associating an address with the location of the digital representation of the caller audio message and destination number;

transferring the address of the location of the digital representation of the caller audio message and destination number from the first audio peripheral to the central controller; and

reproducing to the message recipient the caller audio message from a digital representation of the caller audio message.

2. The method of claim 1, wherein the method further includes, at least, a step of storing at the central controller the address associated with the location of the digital representation of the caller audio message and destination number.

3. The method of claim 1, wherein the step of reproducing to the message recipient includes, at least, a step of transferring from the central controller to an audio peripheral of the plurality of audio peripherals an address associated with a location of a digital representation of the caller audio message and destination number.

4. The method of claim 1, wherein the step of reproducing to the message recipient includes, at least, the steps of

directing an audio peripheral of the plurality of audio peripherals to place a telephone call to the message recipient, and

calling the message recipient from an audio peripheral of the plurality of audio peripherals.

5. The method of claim 4, wherein the step of directing includes, at least, transferring from the central controller to an audio peripheral a control signal including an address associated with a location of a digital representation of the caller audio message and destination number.

6. The method of claim 5, wherein the step of reproducing to the message recipient, further includes, at least, the steps of

using an address associated with a location of a digital representation of the caller audio message and destination number, retrieving at an audio peripheral a digital representation of the caller audio message,

converting at an audio peripheral the digital representation of the caller audio message into a plurality of analog signals, and

transmitting from an audio peripheral the plurality of analog signals through a communication channel to the message recipient.

7. The method of claim 1, wherein the step of reproducing to the message recipient includes, at least, a step of reproducing to the message recipient the caller audio message from a second audio peripheral of the plurality of audio peripherals.

8. The method of claim 7, wherein the step of reproducing to the message recipient includes, at least, a step of calling the message recipient from the second audio peripheral of the plurality of audio peripherals.

9. The method of claim 1, wherein the step of reproducing to the message recipient includes, at least, a step of transferring from the first audio peripheral to a second audio peripheral of the plurality of audio peripherals the caller audio message and destination number.

10. The method of claim 9, wherein the step of reproducing to the message recipient further includes, at least, the steps of

calling the message recipient from the second audio peripheral of the plurality of audio peripherals, and

playing the caller audio message to the message recipient.

11. The method of claim 9, wherein the step of transferring from the first audio peripheral includes, at least, the steps of

calculating at the central controller a time for reproducing the caller audio message to the message recipient, and

determining at the central controller whether a sufficient time interval exists between the time and the present time to allow transferring of the caller audio message and destination number from the first audio peripheral to the second audio peripheral.

12. The method of claim 9, wherein the step of transferring from the first audio peripheral includes, at least, a step of locating a second audio peripheral closer to the message recipient than the first audio peripheral.

13. The method of claim 9, wherein the method further includes, at least, the steps of

storing a digital representation of the caller audio message and destination number at a location in a storage device in the second audio peripheral of the plurality of audio peripherals,

associating an address with the location of the digital representation of the caller audio message and destination number in the storage device in the second audio peripheral,

transferring from the second audio peripheral the address associated with the location of the digital representation of the caller audio message and destination number in the storage device in the second audio peripheral to the central controller, and

storing at the central controller the address associated with the location of the digital representation of the caller audio message and destination number in the storage device in the second audio peripheral of the plurality of audio peripherals.

14. The method of claim 13, wherein the step of reproducing to the message recipient further includes, at least, a step of reproducing to the message recipient the caller audio message from the second audio peripheral.

15. The method of claim 13, wherein the step of reproducing to the message recipient further includes, at least, a step of transferring from the central controller the address of the location of the digital representation of the caller audio message and destination number in the storage device in the second audio peripheral to the second audio peripheral.

16. The method of claim 15, wherein the step of reproducing to the message recipient further includes, at least, the steps of

using the address of the location of the digital representation of the caller audio message and destination number in the second audio peripheral, retrieving the digital representation of the destination number from the storage device in the second audio peripheral of the plurality of audio peripherals,

converting at the second audio peripheral the digital representation of the destination number into audio signals representative of the destination number, and

transmitting from the second audio peripheral the audio signals through a communication channel connected to the second audio peripheral.

17. The method of claim 15, wherein the step of reproducing to the message recipient further includes, at least, the steps of

using the address of the location of the digital representation of the caller audio message and destination number in the second audio peripheral, retrieving the digital representation of the caller audio message from the storage device in the second audio peripheral of the plurality of audio peripherals,

converting at the second audio peripheral the digital representation of the caller audio message into audio signals representative of the caller audio message, and

transmitting from the second audio peripheral the audio signals through a communication channel connected to the second audio peripheral.

18. The method of claim 1, wherein the step of reproducing to the message recipient includes, at least, the steps of

using the destination number, accessing at the central controller a data collection to find a time zone associated with the destination number, and

determining at the central controller a time for reproducing the caller audio message to avoid reproducing the caller audio message to the message recipient late at night.

19. Method of providing wide area audio response services to callers from a wide area audio response network system, said method comprising the steps of:

storing at a central controller a plurality of instructions necessary to implement an audio response service;

receiving an incoming call on a telephone line at an audio peripheral of a plurality of peripherals from a user in response to the user dialing a telephone number associated with the audio response service, each of the audio peripherals having recording means for recording messages for callers;

associating at the audio peripheral a line reference number which identifies the telephone line which received the incoming call;

notifying the central controller from the audio peripheral through a network connecting the central controller and the audio peripheral that the incoming call has been received by the audio peripheral;

retrieving at the central controller the plurality of instructions stored at the central controller;

converting at the central controller the plurality of instructions into a plurality of commands executable by the audio peripheral;

incorporating at the central controller the line reference number with each command of the plurality of commands;

transferring the plurality of commands and the incorporated line reference number from the central controller to the audio peripheral; and

executing the plurality of commands at the audio peripheral.

20. The method of claim 19, wherein the method further includes, at least, a step of making at the central controller a log entry of each command transferred from the central controller to the audio peripheral.

21. The method of claim 19, wherein the method further includes, at least, the steps of

generating at the audio peripheral a plurality of responses to the plurality of commands executed at the audio peripheral,

transmitting the plurality of responses from the audio peripheral to the central controller, and

incorporating at the audio peripheral the line reference number with each response of the plurality of responses generated by the audio peripheral.

22. The method of claim 19 wherein,

the method further includes, at least, the steps of

associating the telephone number with a plurality of audio response services,

defining the audio response service as one of the plurality of audio response services selectable by the user, and

prior to the step of retrieving the plurality of instructions, the method further includes, at least, the steps of

receiving initial information at the audio peripheral from the incoming call,

transferring the initial information from the audio peripheral to a central controller connected to the audio peripheral, and

processing at the central device the initial information to select an audio response service from the plurality of audio response services based in part upon the initial information.

23. The method of claim 22, wherein the plurality of audio response services includes a member selected from a group of audio response services including, at least, (i) interactive voice response, (ii) voice messaging, (iii) voice mail, and (iv) audio text services.

24. The method of claim 19, wherein the method further includes, at least, the steps of

associating at the audio peripheral an audio peripheral reference number which identifies the audio peripheral of the plurality of audio peripherals which received the incoming call,

incorporating at the central controller the audio peripheral reference number with each command of the plurality of commands, and

transferring the audio peripheral reference number with each command of the plurality of commands from the central controller to the audio peripheral.

25. The method of claim 19, wherein the method further includes, at least, the steps of

generating at the audio peripheral a plurality of responses to the plurality of commands executed at the audio peripheral,

transmitting the plurality of responses from the audio peripheral to the central controller,

incorporating at the audio peripheral the line reference number with each response of the plurality of responses generated by the audio peripheral,

associating at the audio peripheral an audio peripheral reference number which identifies the audio peripheral of the plurality of audio peripherals which received the incoming call,

incorporating at the audio peripheral the audio peripheral reference number with each response of the plurality of responses, and

transferring the audio peripheral reference number with each response of the plurality of responses from the audio peripheral to the central controller.

26. An audio response system comprising:

an audio peripheral means connected to a communication channel for receiving input analog audio signals supplied through said communication channel, for converting said input analog audio signals into digital representations of said input analog audio signals, for storing said digital representations of said input analog audio signals at a storage location having an address, and for associating a channel reference with said digital representations, said channel reference identifying said communication channel;

a central controller means connected to said audio peripheral means for controlling the operation of said audio peripheral means, for storing a plurality of instructions associated with a plurality of audio response services, for converting each instruction of said plurality of instructions into at least one command executable by said audio peripheral means, for associating an audio peripheral reference with said command, said audio peripheral reference identifying said audio peripheral means, and for transferring said command to said audio peripheral means;

wherein said audio peripheral means includes, at least, means for receiving said command from said central controller means, means for executing said command, means for generating a response to said command, and means for transferring said response to said central controller means;

wherein said response includes, at least, said channel reference associated with said communication channel; and

wherein said command includes, at least, said audio peripheral reference associated with said audio peripheral means,

whereby the central controller means directs operation of the audio peripheral means through the issuance of commands and receipt of responses to provide an audio response service of the plurality of audio response services.

27. The system of claim 26, wherein said response further includes, at least, digital representations which identify an audio response service of said plurality of audio response services for selection and execution.

28. The system of claim 26, wherein said plurality of audio response services includes, at least, an interactive voice response service.

29. The system of claim 26, wherein said plurality of audio response services includes, at least, a voice messaging service.

30. The system of claim 26, wherein said plurality of audio response services includes, at least, a voice mail service.

31. The system of claim 26, wherein said plurality of audio response services includes, at least, an audio text service.

32. The system of claim 26, wherein said response further includes, at least, an address of a storage location of a digital representation of said input analog audio signals.

33. The system of claim 26, wherein said response further includes, at least, digital representations which represent digits received through said communication channel, said digits corresponding to a telephone number associated with a telephone of a message recipient for whom a user desires to furnish a message.

34. The system of claim 26, wherein said response further includes, at least, digital representations which represent digits received through said communication channel, said digits corresponding to a selection required by an audio response service of said plurality of audio response services.

35. The system of claim 26, wherein said command further includes, at least, an address of a storage location of a digital representation of said input analog audio signals.

36. The system of claim 26, wherein said command further includes, at least, digital representations which represent digits received through said communication channel, said digits corresponding to a telephone number associated with a telephone of a message recipient for whom a user desires to furnish a message.

37. The system of claim 26, wherein said central controller means includes, at least,

means for determining an elapsed time between a present time and a time corresponding to transferring of said command from said central controller means to said audio peripheral means, and

means for comparing said elapsed time to a time defined by an instruction of said plurality of instructions in order to detect a time out condition.

38. The system of claim 26, wherein said central controller means includes, at least,

means for counting a number of digits received in a response from said audio peripheral means,

means for comparing said number of digits to a required number of digits defined by an instruction of said plurality of instructions in order to detect an error condition.

39. The system of claim 26, wherein said audio peripheral means further includes, at least,

means for storing digital representations of output analog audio signals, each said digital representation being stored at a storage location having an address,

means for converting said digital representations of output analog audio signals into reproduced output analog audio signals, and

means for communicating said reproduced output analog audio signals to said communication channel.

40. The system of claim 39, wherein said command further includes, at least, an address of a storage location of a digital representation of said output analog audio signals.

41. The system of claim 26, wherein said audio peripheral means is located remote from said central controller means.

42. The system of claim 26, further includes, at least, a network means for connecting said audio peripheral means to said central controller means, whereby the audio peripheral means receives commands from the central controller through the network means and the audio peripheral means sends responses to the central controller means through the network means.

43. The system of claim 26, wherein said audio peripheral means is a first audio peripheral means and said audio response system further includes, at least, a second audio peripheral means, each said audio peripheral means having a unique identifier.

44. The system of claim 43 wherein,

said central controller means further includes, at least, means for creating a log entry corresponding to said command and a log entry corresponding to said response,

each said log entry including, at least, said identifier of said communication channel and said identifier of an audio peripheral means.

45. Method of providing wide area audio response services to callers from a wide area audio response network system, said method comprising the steps of:

storing at a central controller a plurality of instructions necessary to implement an audio response service;

receiving an incoming call at an audio peripheral from a user in response to the user dialing a telephone number associated with the audio response service;

notifying the central controller from the audio peripheral through a network connecting the central controller and the audio peripheral that the incoming call has been received by the audio peripheral;

retrieving at the central controller an instruction from the plurality of instructions stored at the central controller;

converting at the central controller the instruction retrieved from the plurality of instructions into at least one command executable by the audio peripheral;

transferring the command from the central controller to the audio peripheral; and

executing the command at the audio peripheral;

wherein the command executed at the audio peripheral is a member selected from a group of commands consisting of (i) answer a telephone call, (ii) record analog audio input from a telephone call, (iii) hang-up a telephone call, (iv) initialize a telephone call, and (v) play a particular message from a plurality of messages stored at the audio peripheral.

46. Method of providing wide area audio response services to callers from a wide area audio response network system, said method comprising the steps of:

storing at a central controller a plurality of instructions necessary to implement an audio response service;

receiving an incoming call at an audio peripheral from a user in response to the user dialing a telephone number associated with the audio response service;

notifying the central controller from the audio peripheral through a network connecting the central controller and the audio peripheral that the incoming call has been received by the audio peripheral;

retrieving at the central controller an instruction from the plurality of instructions stored at the central controller;

converting at the central controller the instruction retrieved from the plurality of instructions into at least one command executable by the audio peripheral;

transferring the command from the central controller to the audio peripheral;

executing the command at the audio peripheral;

generating at the audio peripheral a response to the command executed at the audio peripheral; and

transmitting the response from the audio peripheral to the central controller;

wherein the response generated at the audio peripheral is a member selected from a group of responses consisting of (i) caller hung up, (ii) dialing complete, (iii) telephone line answered, (iv) recording stopped on silence, and (v) an address of a stored message.

47. Method of providing wide area audio response services to callers from a wide area audio response network system, said method comprising the steps of:

storing at a central controller a plurality of instructions necessary to implement an audio response service;

associating timing information with an instruction of the plurality of instructions;

storing the timing information at the central controller in association with the instruction;

receiving an incoming call at an audio peripheral from a user in response to the user dialing a telephone number associated with the audio response service;

notifying the central controller from the audio peripheral through a network connecting the central controller and the audio peripheral that the incoming call has been received by the audio peripheral;

retrieving at the central controller the instruction from the plurality of instructions stored at the central controller;

retrieving at the central controller the timing information associated with the instruction;

converting at the central controller the instruction retrieved from the plurality of instructions into at least one command executable by the audio peripheral;

transferring the command from the central controller to the audio peripheral;

tracking at the central controller an amount of time elapsed since transferring the command from the central controller to the audio peripheral; and

comparing at the central controller the timing information and the amount of time elapsed to detect a time out condition.

48. Method of providing wide area audio response services to callers from a wide area audio response network system, said method comprising the steps of:

storing at a central controller a plurality of instructions necessary to implement an audio response service;

associating a number of expected response digits with an instruction of the plurality of instructions;

storing the number of expected response digits at the central controller in association with the instruction;

receiving an incoming call at an audio peripheral from a user in response to the user dialing a telephone number associated with the audio response service;

notifying the central controller from the audio peripheral through a network connecting the central controller and the audio peripheral that the incoming call has been received by the audio peripheral;

retrieving at the central controller the instruction from the plurality of instructions stored at the central controller;

retrieving at the central controller the number of expected response digits associated with the instruction;

converting at the central controller the instruction retrieved from the plurality of instructions into at least one command executable by the audio peripheral;

transferring the command from the central controller to the audio peripheral;

executing the command at the audio peripheral;

receiving at the central controller at least one digit from the audio peripheral in response to the step of executing the command at the audio peripheral;

counting at the central controller a number of digits received since the step of transferring the command from the central controller to the audio peripheral; and

comparing at the central controller the number of expected response digits and the number of digits received from the audio peripheral to detect an error condition.

49. Method of providing wide area audio response services to callers from a wide area audio response network system, said method comprising the steps of:

storing at a central controller a plurality of instructions necessary to implement an audio response service;

storing at the central controller a list of valid telephone numbers;

receiving an incoming call at an audio peripheral from a user in response to the user dialing a telephone number associated with the audio response service;

notifying the central controller from the audio peripheral through a network connecting the central controller and the audio peripheral that the incoming call has been received by the audio peripheral;

retrieving at the central controller an instruction from the plurality of instructions stored at the central controller;

converting at the central controller the instruction retrieved from the plurality of instructions into at least one command executable by the audio peripheral;

transferring the command from the central controller to the audio peripheral;

executing the command at the audio peripheral;

in response to the command executed at the audio peripheral, receiving at the central controller from the audio peripheral a telephone number associated with a telephone accessible by a party with whom the user wishes to communicate; and

comparing the telephone number with the list of valid telephone numbers to determine whether or not the telephone number is a valid telephone number.

50. Method of providing wide area audio response services to callers from a wide area audio response network system, said method comprising the steps of:

storing at a central controller a plurality of instructions necessary to implement an audio response service;

storing at the central controller a list of valid telephone numbers;

associating a time zone with a particular telephone number of the list of valid telephone numbers;

storing at the central controller the time zone associated with the particular telephone number;

receiving an incoming call at an audio peripheral from a user in response to the user dialing a telephone number associated with the audio response service;

notifying the central controller from the audio peripheral through a network connecting the central controller and the audio peripheral that the incoming call has been received by the audio peripheral;

retrieving at the central controller an instruction from the plurality of instructions stored at the central controller;

converting at the central controller the instruction retrieved from the plurality of instructions into at least one command executable by the audio peripheral;

transferring the command from the central controller to the audio peripheral;

executing the command at the audio peripheral;

in response to the command executed at the audio peripheral, receiving at the central controller from the audio peripheral the particular telephone number which is associated with a telephone accessible by a party with whom the user wishes to communicate; and

accessing the list of valid telephone numbers to determine the time zone associated with the particular telephone number.